New DWP update shows exactly how long people wait on hold for major helpline

New DWP update shows exactly how long people wait on hold for major helpline The Department for Work and Pensions has announced an update this week over a service used by tens of thousands of people The Department for Work and Pensions has revealed new details about wait times for an important service that supports tens of thousands of people. The scheme currently provides payments to approximately 75,000 Brits - but lengthy waiting times have been a persistent problem. Now the matter is in the spotlight after a question posed to the DWP on the average hold times experienced by callers to the Access to Work helpline - a service that has been dogged by delays. The government programme is intended to help people get or keep a job if they have a physical or mental health condition or disability. It can provide payments of up to £69,260, according to the government - yet accessing it in the first place can take months. Access to Work's assistance can take the form of a grant to cover practical workplace support. It can also provide help with managing mental health at work, or funding to pay for communication support during job interviews. Government statistics from 2025 revealed that around 75,000 people using the scheme that year received payments. Such funding can be used to obtain specialist equipment or a support worker such as a British Sign Language interpreter. It can also be used to cover the cost of commuting to work for those unable to use public transport, for modifications to a vehicle to help someone get to work, and for additional support such as mental health assistance in the workplace. Your place of work can be at home, and receiving the payment does not impact any other benefits you may receive. New DWP update on Access to Work On Monday, Sir Stephen Timms of the DWP issued a parliamentary statement in response to a question on average waiting times on the Access to Work helpline. He revealed that in the last full year - 2025-2026 - the average wait time stood at 21 minutes and 6 seconds. However, he confirmed that so far this year it had dropped to 15 minutes and 1 second — the lowest figure recorded since 2022-23. He did warn that the figures should be treated carefully as they may change, but stressed that headway was being made in addressing the service's case backlog, reports Wales Online. He said: "Since the start of the 2026/27 operational year, Access to Work has made positive progress in reducing outstanding work. As of 1 October 2026, using the full reporting period from April to August 2026, we have achieved a net backlog reduction of almost 3,000 cases, specifically 2,980. With recruits now arriving and needing to be coached and trained for the next six months, we expect the backlog to stabilise before falling in the spring of 2027. "Overall, the programme remains on track, and our assessment is that Access to Work continues to be on course to clear the backlog by September 2027." Access to Work waiting times – and reports of cuts During parliamentary proceedings this week, the DWP revealed that the average waiting time for a decision following an Access to Work application had risen to more than 100 days (2025-26), up from 67 days the previous year. The DWP also confirmed this month that the current waiting time for new applications stands at 37 weeks. It stated that as of May this year, approximately 60,000 people were still awaiting a decision – a rise from around 48,000 two years ago. Meanwhile, WalesOnline reported that some individuals on the scheme were having their payments reduced. The Radio 4 Moneybox programme spoke recently to two workers about their experiences. Jenny, a self-employed content creator who uses a wheelchair, said her renewal award was slashed by 85 per cent. She told the Radio 4 show: "There's no formal process for reconsideration or for tribunal. Called up the day that we got the letter to put in a request for reconsideration, but were told that it was going to be at least five weeks before they even started looking at it." She added that she still had a business to run and continued to require support workers, even with reduced hours and reduced pay. She said: "You know, it's having such a massive toll and impact on my mental and physical health, but also my income and my household income, and also my husband having to take time off work to support me in my job, which is not his responsibility because he has his own full-time job." Rana, a council worker who was born deaf, revealed that a funding cut left her without her support worker, leaving her reliant solely on specialist equipment to carry out her role. She said: "Whilst technology can help, it cannot replace the human support I need to communicate effectively and fully participate at work. This decision is deeply demoralising." When faced with criticism at the time, a DWP spokesperson said: "Access to Work is a lifeline, but demand for the scheme has grown significantly in recent years, with the number of people supported nearly doubling in five years. That's why we've taken action by employing nearly 500 additional staff to clear the backlog and are working with disabled people and their organisations to improve the scheme. "If anyone is unhappy with their original decision, we encourage them to exercise their right of reconsideration." The department also says that it actively monitors demand and intends to bring in additional staff to process claims. What DWP is doing to get Access to Work backlog down The government announced in May that nearly 500 extra members of staff were being brought in to tackle the backlog. At the time, officials revealed there had been a substantial rise in the number of people using the service. The shake-up would see more case workers and case managers taken on and given 'extensive' training to deal with complex cases, officials said. Pat McFadden, Secretary of State for Work and Pensions, said at the time: "Access to Work is a lifeline for disabled people and those with health conditions, helping them to start and stay in work, but when I came to the DWP it was clear there was a major issue with people waiting for a decision. "That's why I'm taking action to clear the backlog, because we know that the right support can change lives. This is part of our wider commitment to move from a welfare state to a working state, building an economy that works for everyone." To find out how to apply for support through the Access to Work scheme, head to the relevant government web page.